Zachary's Chicago Pizza — Restaurant in Pleasanton

I’ve been coming to Zachary’s since I was 10 years old, and now that I’m in my 30s, I bring my son—who is on the spectrum—there regularly for our weekly pizza-and-ranch picnics. It’s always been a comforting place for us, and I’ve built good relationships with many of the employees over the years. I’ve never had a problem paying for anything; in fact, I’ve spent hundreds of dollars here and tipped over $30 at a time just to support the staff. But what happened on Wednesday was the worst customer service experience I’ve ever had. I called in an order for a small personal pizza and two ranches, picked it up, and the employee at the counter told me I was all set. About 20 minutes later, while I was driving to pick up my son, I got a call from the manager saying I hadn’t paid. I immediately said no problem—I’d be happy to pay, but my physical cards had been hacked recently and all I had access to was Apple Pay or cash. He refused both and was immediately aggressive, treating me like I was trying to steal from them over an $11 order.

When I offered to pay through the Toast app—which is the only way I’ve ever paid for my Zachary’s orders—he snapped, “We don’t even use Toast, that’s not an affiliate.” That was shocking to hear, considering it’s how I’ve always ordered, and it showed me that he either had no knowledge of the platform or was simply looking for a reason to escalate the situation. He kept repeating that he “can’t afford to give away free food,” which was strange considering I wasn’t even asking for anything free—I was literally offering to pay. I just needed a little flexibility due to my current situation, and instead, I found myself pleading and being talked to like a criminal. There was no apology for the fact that his own employee made the mistake and told me I was all set. There was no follow-up call once I did pay online. Nothing. Just an aggressive, unprofessional interaction that made me feel completely disrespected.

I’ve gotten free replacements before when something was wrong with my order—once they gave me a large pizza and ranch because there was hair in my food. I still have that coupon sitting in my drawer. The pizza I picked up this last time came in a box that was partially open, had burnt spots, and was dry—but I didn’t even complain. I just let it go like I always do, because I try to give grace. But after this experience, I’m done giving this location my business. It felt racial, it felt hostile, and it definitely didn’t feel like the Zachary’s I’ve known and supported for over 20 years.

What’s worse is that I was actually planning on recommending this location to host a corporate event for the company I work for in a few months. I was going to suggest this very place because of all the good memories and the food my son enjoys—but after how I was treated, there’s no way I could bring my colleagues here in good faith. This was zero out of ten. I truly hope management takes this seriously, because loyal customers should never be made to feel this way over a misunderstanding that could have been handled with one ounce of professionalism and respect. I guess it was just a matter of time considering the location I’ll take my money elsewhere And I will encourage others to...

We visited Zachery's because I hadn't been in a long time and was curious to see how they had progressed. This location is a nice place to sit out and have a pizza. The wait staff was friendly and helpful. Just don't believe the 20 min wait time. It will be more like 30-35 mins. We ordered the Carne deep dish & a thin crust Rustic Italian to take home. As others have accurately reviewed, the crust on the deep dish is hard. A knife and fork are necessary. Even at that, not easy to cut. It is also accurate that their pizzas are salty. In fact, the seasoning on their pizzas are not well balanced at all. We went to Zachary's when they first opened in San Ramon. I ordered a deep dish (hugh fan), my wife ordered a thin crust because she's not a fan. Much to my surprise, the thin crust was very good(Not that I would admit it, but it was better than my deep dish). Well times have changed. Since we had only eaten a little of our Carne & or Rustic Italian was ready, we decided to each try a slice. There wasn't much "thin" about the thin crust pizza. Nor was it any softer than the deep dish. It also fell victim to the same unbalanced seasoning and saltiness as the deep dish. We took both pizzas home (me hoping they might taste better the next day). Not the case. Somehow they were even salter, and no better tasting. Even after a little doctoring up (no extra salt of any kind added). Needless to say, my curiosity has been satisfied. Just not in a good way. Great location, Nice atmosphere, Friendly staff, but I'll get my...

Overall really like the pizza. Good quality. The meatball appetizer is also pretty damn solid, you can tell it's fresh not frozen and reheated. Frustrated though because my order, taken correctly on a Thursday afternoon with only one person in the restaurant, was made incorrectly. I ordered a pizza from the menu, no onions (which it says on the receipt) and yet once I cut into it at home, I found onions. This is the second time this has happened on the same exact order, and the only item ordered. Decided to leave a review this time because given the circumstances (ease of the order and only item, the receipt was printed accurately, and the fact nobody else other than a guy drinking at the bar was there) because I should not have had this happen. Won't ever do take out here again because there is no way to check the order unless I cut into it and eat it before leaving. Will stick only to the occasional in house meal. Also given how seating is limited and how long deep dish takes to cook, I wouldn't recommend coming on a Friday or Saturday night. Whenever I consider ordering/eating here it's always middle...